Head of Client Support Services

LONG Building Technologies

LONG Building Technologies, Inc. is an Equal Opportunity Employer.

DDC/BAS Service Supervisor
Location
Littleton, CO, United States

Category
Technician - Building Automation

Description
Position Purpose
The Controls Service Supervisor is responsible for service agreement execution of both traditional service and Impact-Driven Service (analytics) agreements. The Supervisor is tasked with coordinating service delivery needs with dispatch, managing service agreement hours and execution schedules, facilitating reactive service needs such as service calls and quotes, maintaining customer relationships, and managing a service technician team. The Supervisor is an integral part of the service delivery team and is expected to bridge the gap between the customer, the office, and the field, while also acting as a technical advisor to the service technicians. A successful Controls Service Supervisor will hold a well-rounded set of skills including interpersonal, technical, management, and leadership skills, coupled with a strong work ethic and willingness to adapt to new obstacles in service of our clients and internal teams.

Compensation Range
$45 - $57 per hour, plus potential profit share.

Benefits
Medical, Dental and Vision Insurance, Voluntary Life Insurance, Voluntary Accident and Critical Care Insurance, Basic Life, Short-Term and Long-Term Disability, Employee Assistance Program (EAP), 401(k) with Employer Matching contributions, Profit Sharing/Bonus/ Commission Program as applicable, Paid Time Off, Paid Community Service Day, 8 Paid holidays, Tuition Reimbursement, Pet Insurance, Legal and IDShield are offered to eligible employees.

Essential Duties and Responsibilities
Required
To perform this job successfully, you must be able to perform each essential duty satisfactorily. Other duties or tasks assigned as required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The essential functions of this position include but are not limited to:

Works closely with the Controls Service Manager to drive the overall success of the service business and support the Service Manager with financial management of the agreement base.

Ensure the quality, standardization, profitability and timeliness of all controls service execution.

Effective supervision of a team of service technicians to increase productivity and reduce unallocated tech time.

Facilitate technical training and development of the technician team including controls hardware, sequence of operations, programming, networking, integration & graphics, and system troubleshooting.

Ensure the technician team understands mechanical system operation and is trained on the interaction of different equipment and components within building systems.

Organize and prioritize service needs and maintenance agreement tasks to ensure that the time spent by technicians is effective and well-guided to provide best in class service to our customers.

Resolve customer disputes regarding technical services performed.

Regularly visit customer sites to inspect the quality of work performed and to provide on the job training and technical support to field personnel.

Collaborates with other internal LONG teams to ensure smooth service delivery across business units.

Ensure both Traditional and Impact-Driven Service™ contractual agreement obligations and intent are fulfilled through device support, FDD task completion, confirmed resolution/follow-up, and prompt communication with the client.

Utilize FDD platform to evaluate faults, diagnostics, equipment and building performance and provide recommendations to customers on actions to be taken to improve system performance and energy efficiency.

Lead the technician team and provide support to complete the analysis of existing programming l gic, comparison of intended/designed Sequence of Operations (SoO) with unique building or equipment nuances, and optimization of programming to improve Sequence of Operations (SoO) to address FDD faults and opportunities.

Ensure the technician team can program, tune, and perform control setpoint adjustments within manufacturers and engineering design recommendations in accordance with LONG standards.

Ensure successful outcomes of technical work performed including troubleshooting and modifications to graphics, user setup, alarming, system communication and integration, necessary hardware and software updates, wiring, point-to-point checkout, functional testing, etc.

Work with the LONG R&D and Energy & Analytics team to support client needs related to sequences of operation, energy optimization, and ASHRAE and other industry standards.

Instruct & train client personnel on the operation and maintenance of HVAC control systems.

Provide service and technical support to the technician team.

Ensure adherence to department procedures and standards by technicians.

Responsible for efficient workflow, timesheets, work orders, reports.

Conduct and/or schedule technical training to maintain a high level of technician skills.

Available for after-hours personnel support.

Enforce safety procedures, conduct safety inspections, and promote a culture of safety within the team.

Other duties as assigned.

Qualifications

Associate degree from a tech school, 5+ years of DDC/BAS control system construction or service experience and 5+ years of experience in a customer facing/customer support role or equivalent combination of education and experience.

Experience with commercial HVAC control systems, installation, and construction procedures.

Extensive knowledge of building automation systems, controls integration and communication protocols including BACnet, Modbus, LON.

Ability to read and understand complex control diagrams, wiring diagrams, engineering specifications, and mechanical drawings.

In-depth understanding of complex HVAC systems to troubleshoot equipment, components, systems, integration, and Sequences of Operations and apply advanced problem-solving skills.

Building Automation System Custom Programming and troubleshooting skills, preferred with KMC, Distech, and Tridium Niagara.

Experience with Fault Detection and Diagnostic systems, and other analytics platforms.

High degree of proficiency with IT assets utilized within commercial HVAC systems, Building Automation Systems, and office environments.

Ability to communicate information and ideas clearly and concisely, in writing and verbally.

Ability to manage multiple tasks concurrently, with a strong sense of responsibility and accountability.

Strong customer service and analytical skills.

Strong interpersonal, leadership, computer, communication, and management skills.

Excellent organizational and planning abilities.

Capable of traveling to and conducting site inspections, as well as visiting customer locations.

Extensive knowledge of dispatch, job cost, HVAC mechanical and electrical systems, controls, safety practices.

Proven ability to lead and mentor teams.

Knowledge of LONG's operations and infrastructure, as it pertains to construction operations and its stakeholders.

Ability to legally drive a company vehicle.

Preferred Qualifications

Bachelor's degree in mechanical engineering, electrical engineering, or related field, or equivalent combination of education and experience in HVAC and building controls.

Maintain company trade licenses and skills as applicable to HVAC, chiller, boiler and controls service

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more abo

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